The Infrastructure Analyst 2 is a senior analyst level role responsible for assisting with distributed server issues, batch support, etc and command center administration activities, including distributed server maintenance, technical guidance, and security in coordination with the Technology Infrastructure team. The overall objective is to use infrastructure technology knowledge and identified policies to process data, resolve issues and execute administrative tasks.

Responsibilities:

•Provide Tier I Technical Support for Citi’s global technology infrastructure.

•Resolve simple, automated and scripted incidents

•Execute/Coordinate or implement simple, automated and scripted changes for infrastructure requests.

•Provide timely response to phone calls into the Command Center Technical Support hotline from internal colleagues within CTI, Citi business clients, vendors, and technology teams.

•Troubleshoot and provide client support for technology and infrastructure issues.

•Recognize severe events as they occur and engage Command Center Management immediately upon awareness of severe technology degradation.

•Document and update incident technical details into ServiceNow ticketing system.

•Escalate issues to Tier II support if unable to resolve through initial troubleshooting that are within the Command Center operating procedures.

•Communicate with Command Center Management to provide frequent status updates regarding technical issues and status of the remediation efforts.

•Execution of standard operational processes which involve technology and client interfaces.

Qualifications:

6-10 years of hands on enterprise distributed operations support experience

Intermediate understanding of distributed servers and troubleshooting of technology related issues

Basic understanding of batch operations in distributed space

Good knowledge of ITIL process

Able to work well in a fast paced environment and be comfortable in stressful situations

Can effectively communicate with both management as well as non-technical personnel on any technology issues encountered

self-motivated, goal driven and quick learner

Knowledge of ticketing tools like ServiceNow is a plus.

Education:

•Bachelor’s/University degree or equivalent experience